Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Candace Sands

JAX BCH,FL

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

14
14
years of professional experience

Work History

Escalation Supervisor, Customer Care Supervisor

Freedom Mortgage Corporation
11.2021 - Current
  • Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
  • Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
  • Improved overall company reputation by consistently delivering exceptional customer service during escalations.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
  • Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience.
  • Increased first-call resolution rate through effective coaching and mentoring of team members.

Customer Care Supervisor, Loss Mitigation

Loan Care
04.2021 - 11.2021
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
  • Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
  • Increased first-call resolution rate through effective coaching and mentoring of team members.
  • Demonstrated expertise in various loss mitigation options, including loan modifications, forbearance agreements, short sales, and deed-in-lieu transactions.
  • Developed strong relationships with borrowers, maintaining open lines of communication and fostering trust throughout the loss mitigation process.
  • Managed a team of loss mitigation specialists, ensuring adherence to regulatory requirements and company policies.

Fulfillment Associate

Amazon
10.2019 - 04.2021
  • Streamlined order processing by implementing efficient picking and packing techniques.
  • Strengthened supply chain efficiency by promptly reporting any discrepancies or issues to supervisors for timely resolution.
  • Followed procedures at all times for personal and team safety.
  • Reduced product damage rates through proper handling, storage, and packaging procedures.

Customer Care Supervisor, Retention Supervisor

Web.com
12.2010 - 06.2019
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
  • Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
  • Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
  • Conducted root cause analyses on lost customers to identify trends and inform future retention strategy development.
  • Reported regularly on department metrics, sharing insights with senior management for strategic planning purposes.
  • Enhanced team productivity through regular training sessions, coaching, and performance evaluations.
  • Managed department call volume of over 70 calls per day and coordinated department schedules to maximize coverage during peak hours

Education

High School Diploma -

Lanett High School
Lanett, AL
06.1994

Skills

  • Performance Improvement
  • Account Management
  • Data Tracking
  • Research and due diligence
  • Escalation management
  • Problem-Solving
  • Multitasking and Prioritizing
  • Customer Service Management

Additional Information

United States Navy - February 1996 - July 1999

Timeline

Escalation Supervisor, Customer Care Supervisor

Freedom Mortgage Corporation
11.2021 - Current

Customer Care Supervisor, Loss Mitigation

Loan Care
04.2021 - 11.2021

Fulfillment Associate

Amazon
10.2019 - 04.2021

Customer Care Supervisor, Retention Supervisor

Web.com
12.2010 - 06.2019

High School Diploma -

Lanett High School

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Candace Sands